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Carmel Kleinman

Joined Feb 09, 2022

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Last activity Apr 09, 2023

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Latest activity by Carmel Kleinman

Carmel Kleinman commented,

CommentTicket management

We are trying to measure FRT for tickets that we receive via ticket sharing.

This means that we need to measure the time from the moment the ticket is shared until the first internal note from one of our agents (and not first internal note from the sending account agents or the first public reply). Is it possible to create this kind of query in Explore?

Thank you!

View comment · Posted Aug 16, 2022 · Carmel Kleinman

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Carmel Kleinman commented,

CommentBuilding reports

Hi,

How does ticket sharing affects the efficiency metrics?

E.g when I receive a ticket via ticket sharing, what is the first reply time median that is calculated? Does it calculate it from when the requester of the original ticket received it? Or from when the counterparty that shares the ticket with me has shared the ticket? For context, I want to measure our first reply from when it was shared with us, and not from when the ticket was created initially.

Thank you!

View comment · Posted May 20, 2022 · Carmel Kleinman

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Carmel Kleinman created a post,

Post Feedback - Ticketing system (Support)

We receive tickets both via form/email, and via ticket sharing.

We have an automated response for tickets receive via form/email, but when a ticket is shared there is no way to automatically reply to the client on the ticket, and say that we received the ticket. We don't want to send an email because we want the response to happen in the same channel - meaning via ticket sharing.

Thanks,

Carmel

Posted Feb 09, 2022 · Carmel Kleinman

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